Chat Routing


  • Ram Claudio
    Zendesk Customer Advocate

    Hi Michael,

    Yes this is possible. Let's assume that I have 2 Chat departments, Dept A is online while B is offline.

    In the Pre-chat Form, if Dept. B is selected by the customer in the pre-chat form using the "Select a department" field. The widget will show the chat's offline form instead of an online chat allowing the customer to send out an offline message.

    If your chat is integrated with support and has the automatic ticket creation from offline message enabled, this should automatically create tickets from Dept B's offline form.

    The requirement for this is to have one agent under Dept B to always be offline/Invisible to allow the department to be added and stay offline.

    Hope this helps.

  • Michael

    Hey Ramwell.

    Yes! I think this will work as we would like. Funny, I had a meeting with Zendesk support and they said it was not possible at this time.

    Thank you so much for your help! I really appreciate it!


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